If you are experiencing problems embedding caption files or subtitles onto your media, using programs like Adobe Premiere, Apple Compressor, Final Cut Pro, Apple DVD Studio Pro, Adobe Encore, QuickTime, Avid, and other similar editing software packages, try the following troubleshooting tips:
- Check that your results are in sync. If they're not, you have several repair tools available: Result Review (paid service where we fix sync for you); adding more sync markers to the transcript and using our Redo feature to issue new results; or use the CaptionSync Online Editor to repair sync and generate new results.
If you're using a broadcast output, ensure it's in the same frame rate and timecode type as your media file. For example, the .scc and .ndf.scc files assume a frame rate of 29.97 fps, and the .ndf.scc is the non-drop frame version. So if your media file is not in 29.97 fps, you can request the .scc output on another frame rate (23.976, 24, 25 or 59.94 fps).
Check that the media asset and the caption file have the same start time. If the media and the caption file have a different start time (e.g.: the media starts at timecode 01:00:00, but the captions start at time 00:00:00), then there could be a problem. If you need to change the Offset on the captions, you can use our Redo feature and issue new results.
Ensure your media file is properly encoded. We know that on some programs timecode errors many times mean that there is a problem with the media file. One of the workarounds is to get the file to be properly encoded using QuickTime, for example. You can learn more information about this in our article about proper media encoding.
- Check that your mailer hasn't altered the results we've emailed. You can download the results directly from your account instead.
- If you're working from a Mac, ensure the results are taken directly via email on the Mac or downloading the results directly from our site to the Mac. PC email clients have been known to change line termination, inadvertently rendering some files unreadable by some programs.
- Character and word spacing issues in the captions, when using video editing software, can sometimes be solved by selecting a different font, one that is installed on the machine where the program is running.
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